At Liva, we understand that there may be times when health coaches need to cancel appointments with members. We value our members' time and understand that cancellations can be disruptive, which is why we have implemented the following cancellation policy.
1. Rescheduling Appointments
Should a health coach need to cancel an appointment, they should make every effort to inform Liva at the earliest possible time, taking into account the urgency of the appointment (i.e. how short notice is the cancellation). A cancellation request form must be completed, providing details of the programme affected as well as specific appointment details, and submitted for review. The health coach must also await confirmation from customer support that the appointment has been successfully rescheduled before assuming it has been cancelled.
2. Short-Notice Cancellations
If a health coach needs to cancel an appointment with a member with less than 1 working day’s notice, they must complete the cancellation request form and inform both patient support (help@livahealth.com) and their senior health coach as soon as possible. We ask this to ensure that someone is able to action the cancellation as soon as possible. The health coach must also await confirmation from customer support and/or their senior health coach that the appointment has been successfully rescheduled before assuming it has been cancelled.
Please note that diary clashes or changes of plans are not considered valid reasons for short-notice cancellations. To ensure accountability, senior health coaches/service managers will monitor instances of short-notice cancellations. Frequent requests may be taken into consideration during performance reviews.
3. Out-of-Hours Requests
If a health coach requests a cancellation outside of our customer support office hours (Monday-Friday 9:00 am-5:00 pm), they need to be aware that the request may not be processed until the next business day. As a result, short-notice cancellations will not be accepted.
In case of absolute emergency: Please inform a senior health coach via Slack direct message, outlining which appointments you will not be able to attend, and the reasons for this. They will advise you of the steps to take, however please be aware that it is not always possible to respond to your request immediately. The cancellation request form should still be completed at the earliest possible opportunity, so that we retain a clear record of cancellations.
Please note that any appointments cancelled without a valid reason will be considered during performance reviews.
4. No-Show Appointments
If a health coach fails to attend a scheduled appointment without prior notice, this will be considered a "no-show" appointment. Such incidents are unacceptable and will be considered during performance reviews, with potential disciplinary measures being implemented against the health coach.
We understand that sometimes unexpected circumstances arise, and cancellations are unavoidable. However, we urge our health coaches to exercise good judgment and professionalism when communicating cancellations, especially on short notice. By completing the cancellation request form and awaiting confirmation of the rescheduled appointment, we can ensure that our members are aware of any changes and that our health coaches are held accountable for their actions.
Decision Tree
- Is the less than 1 working day notice?
Yes: Go to step 2No: Go to step 3 - Is the request being sent outside of normal office hours (Monday-Friday 9:00am-5:00 pm)?Yes: Go to step 4No: Go to step 5
- Complete a cancellation request form, providing all required details.
- Await confirmation from patient support that the appointment hasbeen successfully rescheduled.
- Inform a senior health coach via Slack direct message, outlining whichappointments you will not be able to attend and the reasons for this. They willadvise you of the steps to take.
- Fill in a cancellation request form, providing all required details
- Inform both support (help@livahealth.com) and your seniorhealth coach, ensuring to provide a valid reason for the cancellation
- Wait for confirmation from support and/or senior healthcoach that the appointment has been successfully rescheduled